Welcome to our user-friendly guide to the Incoming Call Handling Schedule feature in Empress. This guide will equip you with the knowledge to effectively use this feature for your business operations, with a focus on the user interface and practical applications.
Introduction
The Incoming Call Handling Schedule feature is a significant tool in Empress, providing a structured approach to manage incoming calls in your business. It allows you to assign specific time slots and agent groups to handle calls on different days of the week. This feature is particularly beneficial for businesses that operate on a schedule and require efficient management of incoming calls.
Primary Functions and Benefits
The Incoming Call Handling Schedule feature provides several functions that can streamline your business operations:
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Day of the Week Selection: Choose which day of the week the schedule applies to. Options include all seven days from Monday to Sunday.
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From Time and To Time: Specify the start and end times for the schedule. This allows your business to ensure that incoming calls are taken care of during specific operational hours.
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Agent Group Assignment: Assign a group of employees to handle incoming calls during the scheduled time. This aids in the efficient distribution of workload amongst your staff.
Moreover, this feature enables you to track changes, ensuring that any modifications to the schedule are recorded for future reference.
Using the Incoming Call Handling Schedule Feature
Here’s how you can view, edit, sort, and track information using this feature:
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Navigate to the Incoming Call Handling Schedule option under the Telephony module.
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To view existing schedules, simply browse through the list.
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To edit a schedule, click on the desired entry. You can modify the Day of the Week, From Time, To Time, and Agent Group fields as per your business requirements.
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The schedules can be sorted based on the Modified field. By default, the list is sorted in descending order of modification dates.
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The Track Changes option helps you monitor any changes made to the schedules. Simply click on the Track Changes button to view the change log.
User Roles and Permissions
Access to the Incoming Call Handling Schedule feature is subject to user roles and permissions set by the Empress Administrator. It’s essential to ensure that only authorized personnel can view and modify the call handling schedule, maintaining the integrity of your business operations.
Conclusion
The Incoming Call Handling Schedule feature is a powerful tool that enhances call management in your business, leading to improved efficiency and productivity. For further assistance, refer to the Empress support resources or contact our support team.
Remember, Empress is here to empower your business. Happy scheduling!